摘要
个人理财服务是国外商业银行中相当成熟的一项业务,而在我国才刚刚起步。文章主要从理财服务质量入手,分析影响服务质量的关键因素,揭示各个因素在服务交付过程不同阶段所起的作用,并提出相应的服务营销建议,指出今后的研究方向。
Personal financing is a kind well--developed service in western commercial banks; however,
it is still an emerging and immature service in China. With the beginning of the service quality analysis in
personnel financing services, this paper refines the critical factors effecting customer satisfaction, analyzes
the different roles of these factors in different stage of service--delivery process, and finally proposes the
conclusions and the direction of the future research.
出处
《清华大学学报（哲学社会科学版）》
CSSCI
北大核心
2004年第3期70-76,共7页
Journal of Tsinghua University(Philosophy and Social Sciences)
基金
清华大学经济管理学院基础基金
关键词
个人理财服务
服务质量因素
personal financing services
factors of service quality
